We have gathered together a list of our most frequently asked questions. If you have a query that’s not addressed here, please feel free to contact us and we’ll do our best to answer it.

How are my goods sent, how long will they take and how can I track them?

We aim to send your goods out as soon as possible after the order has been placed.

We do have a notes section on the order page in which you can advise if you need the products by a certain time and we will do our very best to try to get them to you by then.

Please do not ask that the goods are left in a safe place without a signature.

We use the signed for facility as a fail safe to protect both you and i from fraud and a signature is required as proof that the goods have been received by you.

All goods will be sent by either Royal Mail Tracked 48/International tracked & signed for or by a separate courier company. This is to protect not only you but also us and provides proof that the goods have been posted and a tracking receipt where needed.Tracking information can be issued to you upon request so you can track your goods otherwise this information will not be offered due to the quantity of orders that we receive.

UK customers can choose a faster delivery option during the checkout process if required.

Please ensure that you complete your address correctly. Failure to do so can result in a delay to your order and additional cost at no expense to us.

Please allow at least 7 working days before contacting us about the whereabouts to your order (longer if international)

All goods can be tracked by requesting the tracking information from

Please note that we are not responsible for the length of time that it takes postal service to deliver your goods.

If you require further information on delivery times please visit the Royal Mail website or call them directly.

The service that we use is not a guaranteed next day delivery service, unless otherwise requested.

Our site calculates postage on each order, however sometimes this does come out a little high.

Please contact us if you find that the postage cost has come out higher than expected and we will look into this for you and apply a refund where necessary

Do you ship overseas?

Yes we do! We use Royal Mail International Standard unless you contact us before you place your order to request International tracked in which case we would give you a quote for your new postal amount.Please note that Royal Mail only estimate delivery times and these are not guaranteed. Mail can be delay for many reasons. Please check the Royal Mail web page for information on postage and delivery times before contacting us to enquire about your order.

What do I do if the items do not fit me?

We are more than happy to refund you for an item if it does not fit providing it is returned undamaged, in the same condition as it was sent. and within the set returns timescale (14days)

Any goods that are returned back after the timescale or that are damaged will be returned back to you and no refund will be issued.

Please note that we can not refund on special orders and shoes that have been ordered in especially (this does not included shoes that are already in stock).

How and where to return goods to

All returns need to be sent to 15 Morecambe Road, Patcham, Brighton, BN1 8TL UK.

You must enclose a covering note advising your name/order number and whether you would like a refund or an exchange of goods.

Without this information we may be unable to locate your order and process your refund/request.

We no longer enclose returns forms within our parcels are we are trying to be more environmentally friendly as a company and want to reduce our carbon footprint.

You can however print out the attached returns form on this clickable link and include this in your parcel

We are happy to cover the charges to send out the 1st exchanged order, any further costs will be need to be covered by you.

If you are returning goods back to us from outside of the EU and need to complete an Import form (CN21) Please ensure that you make it very clear that you are return goods that you have purchased from us.

Any import charges that arise from this will be deducted from your refund.

Can I visit your shop and where are you based?

We operate on an appointment only basis. This is to ensure that you receive the best possible and individual service.

Please email us at to make the appointment.

It would also be really helpful if you can give us a rough idea on what you are looking for with regards to colour, cut and style.

It also helps to have some idea of sizing (dress, top, bottoms,bust).

We are based behind a residential property with plenty of FREE ample street parking, although we do ask that you are mindful of drive ways (excluding the one directly outside the shop where you are more than welcome to park).

Please do let us know if you are running late as this may impact other appointments.

If for any reason you can not make the appointment we would request that you advise us no later than 9am on the morning of the appointment by email to

We allow up 3 hours per appointment to give you plenty of trying on time!

We accept and major credit/debit cards, cash, bank transfer and Paypal payments.

As we operate from a building that sits directly behind our property we would ask that you do not just turn up expecting to be seen without an appointment as we may not be able to see you due to prior commitments.

How do I place a pre order?

Pre orders can be placed by email, onsite messaging, text or phone.

They can also be done on our site when we have the goods available to buy on a preorder basis.

Please note that the eta date (estimated time of arrival) may change according to the wholesaler.

If this happens we will inform you of this change and the website will be updated to reflect these changes

Otherwise, apart from your order email confirmation, we will not contact you again until the goods are ready to be sent to you.

If you have ordered other goods along with your preordered item(s) we will send these out to you first with the preordered item(s) to follow.

Please do not place a pre order unless you are prepared to follow these terms.

How do I pay for my goods?

Goods can be paid for using our online system on our website. Alternatively we are happy to take card payment over the phone .

You also have the option of paying via direct bank transfer (details will be given).

Where are my goods?

The tracking information of your order can be provided to you when asked,otherwise this information will not be provided.

Please check your spam box for any emails regarding your order.

Please allow yourself plenty of time between placing your order before photo shoots and competitions.

Please bear in mind that there can be many factors that can cause a delay to your order.

This could be anything from poor weather conditions, bank holidays,excess work or it could be that the postal service used may have your items ready to be collected or redelivered direct from them.

If you have an issue with your order please contact us directly on to discuss this.

Please do not raise a Paypal dispute before contacting us first to allow us to try to resolve any issues that you may have.

We request that you allow at least a full working 7 days before contacting us regarding your order.

Requests received before this may not be answered.

If for any reason your goods have not been received by the recommended time before considered lost by the postal/courier company we will raise a dispute with them on your behalf.

Your goods will then either be replaced or refunded.
We reserve the right to refund or exchange where the goods have been signed for.

On this occasion we would recommend that you contact the postal/courier company direct.

Please note that services may be slower than normal if we are out of the country and have someone else running the business for us.

Please ensure that the postal address that you provide us is full and correct.

We will not be held responsible for non receipt of goods where the address has not been correctly provided or is incorrect.

How to complain

If for any reason you feel the need to complain please do so either in writing to 15 Morecambe Road, Patcham, Brighton, BN1 8TL or by email to

We welcome all comments and will do our very best to put things right.

When contacting us please refrain from using unacceptable language.

Please remember, we are here to help you but will not accept any members of the team being spoken to in a derogatory fashion.


* indicates required
Pole Emporium. All rights reserved.
All Major Credit Cards Accepted